Microsoft Word - Proposal - Ecs Debit - Union Finance

Proposal For

ECS Debit

Shriram City Union Finance- Andhra Pradesh 16h November, 2009

TechProcess Solutions Ltd. Trade World Building, “C” Wing 3rd Floor, Kamala City, Senapati Bapat Marg, Lower Parel, Mumbai – 400 013 India.

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Table of Contents

Sr.No. Topic

Page No.

1.

Introduction and Company Background

3

2.

Organizational Details

4

3.

Business Strategy

5

4.

Transaction Processing Fitment

5

5.

Organization

6

6.

Our Clients

6

7.

Delivery Imperatives

7

8.

Objectives Process Flow

8 10

9.

Technology Overview

11

10.

General Information

12

11.

Commercials

12

Process Details

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Introduction and Company Background Mission Statement “To continue to pioneer efficient, secure and scalable processing solutions in order to expand payments choices and reduce processing costs for our clients. We will achieve this by leveraging our strengths in technology, processing infrastructure and fund settlement capabilities."

Vision “To be a leading provider of transaction processing services and software solutions globally benchmarked for innovation and service quality." At TechProcess, we are committed to customer delight through our dedicated services, organization values, quality improvement and latest technology. TechProcess is focused and organized player due to its strong technology background and record of accomplishment in providing technology solutions. When you outsource your project to TechProcess, you will have access to host of value addition services. We can help your organization streamline operations, lower cost, strengthen customer relations and simplify your life. You get a trained team of people, provided with the latest back office equipment and management. No capital expense, no long-term commitments to hardware or staffing. You will find our staff responsive, reliable and innovative. A difference you and your customers will appreciate. ECS Debit BD-01-FR- 07 Ver 1.0

TechProcess Solutions Limited (TPSL) is India’s leading electronic transaction processing company that offers end-to-end solutions in electronic transaction processing, data & document management and software solutions.

companies and 80 % of the asset management companies. TPSL processed over 60 million debit (account receivables) transactions and over 7 million credit (account payables) transactions in the year 2006.

The company provides end-to-end solutions in electronic transaction processing ( ECS Debit, ECS Credit, Direct Debit, Direct Credit, EBPP, Online Payment Solutions), Data & Document Management (Card Processing, Cheque Processing & Printing, New Business- Urban and Rural, Order Processing ,CRM, Application Processing, Fund Reconciliation ,Policy Administration , Policy Renewal Collection, Loan Processing, Accounts Payable and Automated Reconciliation to name a few) and Software Solutions to leading companies in the BFSI, Telecom, Travel vertical.

The data & document management arm of the company provides end-to-end solutions across major BFSI companies for their Origination, Servicing, Fulfillment, Cheque Processing, Payment requirements. Furthermore, TPSL engages in Data Digitization, reconciliation, accounts payable and Logistics Support for several major enterprises in India.

The company commenced its operations in year 2000 and what began as a payment processing business has today grown into a huge force in providing End to End solutions across customer life cycle and enterprise requirements for more than 200 corporations in the country. The electronic transaction processing capability of the company that pioneered electronic payment processing in India is designed, both in technological and human assets to service the collections and payables requirements of over 200 service provider in the BFSI, Telecom, Travel and Healthcare vertical. As the country’s largest electronic transaction processing company, TPSL’s ECS transaction constitutes 85 % of RBI’s total ECS volumes, services 70 % of insurance

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The Software Solutions arm of TPSL is an innovative knowledge services entity that offers a full suite of custom business intelligence, advisory, and consulting IT solutions to address clients' critical business needs across Banking, Insurance and Financial services. The arm is a preferred provider of software solutions and self-service technology initiatives. The company’s comprehensive product/customized application suites offer a variety of options to meet the requirements of various enterprises in the BFSI space. As a matter of fact TPSL handles the largest treasury operations in the country for large PSU and Private Banks.

TPSL is an ISO 9001-2008, ISO 27001:2005 certified company and has a pan India presence through 80 locations with a team of 3000+ talented and scalable professionals.

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Organizational Details Section 1.01 •

•

TechProcess Solutions Limited, a Public Limited Company incorporated under the Companies Act, 1956. Registered office: Trade World Bldg.,”C” Wing, 3rd floor, Kamala City, Senapati Bapat Marg, Lower Parel, Mumbai 400 013. India.

•

Date of Establishment/Incorporation – 8th Sept. 2000.

•

A team of professionals.

•

5 years of experience in outsourcing services.

•

15+ locations PAN India offering outsourcing services.

•

Providing customized outsourcing services and solutions to over 200 organizations in the Banking, Insurance, MF, Telecom and Retail verticals.

and

Processed over 100 million transactions; 7 million documents. 70% of clearing house volumes handled by TPSL. 60% of Banks powered by TPSL in payment processing. 80% of BFSI companies catered to by TPSL.

TechProcess has its presence across 80 locations in India. The strategic presence across India has given TechProcess an edge above the others.

Website : http://www.techprocess.co.in/

talented

• • •

•

3000+

•

scalable

Our Multiple Centers, serve as disaster recovery sites in case of uncalled failures or any natural calamities. Also this gives us the flexibility to meet up with seasonal and holiday spikes giving us the ability to handle additional volumes over and above the forecasted volumes. Also having hubs across INDIA at strategic locations gives us the ability to provide regional language support. We have the ability to provide both offline and online support at these locations. In the offline model we carry out the activities at our locations and upload the final output to the client servers. In the online model we work on the client systems via lease lines.

A Center of Excellence (COE) model across BFSI vertical - the stated objective - Building expertise and shared services concept across different servicing verticals. Currently provides back office processing, Software services & payments processing for more than 200 companies across different cities in India. Aggressively ramped up to absorb sudden spikes in volumes, with high quality standards; Strong Governance and Compliance mechanism in place.

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Business Strategy The philosophy followed at TechProcess is to provide various enterprises in the BFSI space and beyond an ecosystem where they are able to channelize their maximum energy on the core business and not on their business processes which enables them to set-up new customers, service existing customers, collect payments from customers at various stages of their lifecycle. Furthermore it would assist them to simplify their internal F&A functions thus presenting a great experience to their customers at large.

Infrastructure, People, Process, Technology & Training. The Strategy followed by our teams have been to educate customers on our various offerings across payments, data & document and software services which enables them to provide value through increasing the number of processes, innovation to automate and cost rationalization. The Clients benefit by this approach as it gets them closer to goal of providing zero defect processes to their customers at large.

TechProcess has constructed three verticals “Payments, Data & Document processing and Software Solutions”, largely to cater to the above requirements. TPSL has been successful to set up this ecosystem across

TechProcess benefits by investing for a matured operations model, healthier relationship at a Senior Management Level and increasing wallet Share.

Transaction Processing Fitment

Payment Processing - Key Highlights
Industry leader in ECS payments with presence in 80 locations.
In house systems that can be customised to clients requirements . Systems are highly scalable and is able to manage sudden spikes and drops in volumes .
Dedicated team of skilled staff with extensive domain and process knowledge

ECS Debit & Direct Debit Back Office & Fulfillment Payment Gateway


Strategic team structure & business continuity planning.
Customised reporting and MIS to suit client requirements.

Payment Processing


Process Mapping and Solution driven approach resulting in a hands off activity for the client
Work closely with regulators and clearing houses to enable expertise and transfer of information in shortest possible time.
A Continuous Review Mechanism with Client Focus on Service Level agreements and Penalty Clauses

ECS Credit

Software Solutions Biller Management


Adherence to governance Structure along with Client representatives.
Strong Focus on Process Improvement approach for providing better Service, Quality and Cost to clients

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ORGANISATION Why TPSL

Recruitment

• Quality driven organization Culture driven by qualified and skilled talent pool. ISO certified.

(a) TechProcess follows a structured approach as far as “Recruitment” is concerned. The steps followed in going about with the recruitment process are as detailed below:

• Learning and Development culture Ongoing initiatives to enhance people’s skills and knowledge.

• • • • • •

• Robust Performance Management System (PMS) Effective appraising mechanism, Evolved rewards and recognition programme. • Strong and experienced middle management team To drive the business towards the company’s vision. • IT and Technology background End to End technology integration and support in house. •

Information security management systems (technology standards/certification) o Currently we are ISO 9001:2008 & ISO 27001:2005 Certified company. o As part of operation management out internal quality team conducts an operational risk management audit frequently.

Requirement forecasting Identifying job profile Basic Criteria (Qualification, Experience) Selection Process Guidelines Channels of Selection (Initial Level of Screening) Testing and Screening

(b)

Training methodology Training is what turns qualified new hires into effective executives. We pride ourselves on thorough and continuous training programs administered by a dedicated team of full-time trainers. Our training is divided into various modules: • • • •

New Hire Orientation Functional Training On-the-Job Training Refresher Training

Our Clients

Delivery Imperatives

Relationship Management • • • • • • •

Effective Client Relationship Robust Governance Framework Manager Operations for the project Ongoing Communication Issue Resolution Escalation Procedures Change Management

Operations Structure The operations organization structure differs from one operation to another depending on the requirements of the process and the clients. TechProcess will provide a service team for the Client. This will entail that: • • • • •

Executives are not shared with other processes. Transition manager – for period of migration. Technology process manager for the engagement. Training team for the processes. Line HR personnel.

Operational Audit TechProcess follows a robust management process to deliver complete control and transparency of operation to the Client. This process clearly defines how direction and priorities are set and how decisions are made. TechProcess also has a comprehensive internal audit process to manage and monitor internal operations. The Clients can conduct operational audits based on these results. TechProcess also generates regular reports, which are accessible to the Clients at all times. Typically, our Clients also use these reports during operational audits.

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Operations Performance Turnaround time and accuracy are fundamental to any process. We have turnaround time and accuracy service level tied around each process. We collate actual performance data and share it with our customer at pre-agreed intervals. This information is collated based on reports that are generated from the applications underpinning or manually collated.

SLA’s TechProcess deploys a strong process measurement system platform to ensure adherence to both service levels (critical to quality) and process measures (critical to process). TechProcess has consistently met and consequently exceeded the agreed upon service levels for all its Clients. We also provide Clients with realtime monitoring capabilities, combined with rigorous feedback sessions to ensure adherence to SLAs.

Process Improvements Some of the key features of our reporting framework include: • •

• • •

Online access to Client on all quality metrics and reports. Access to the premises to the Client teams on a surprise basis any time. Quality audits annually. Regular status reporting. Performance and partnership review meetings.

Availability of Reports TechProcess will make the reports available to the Client in a printable fashion.

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Operations Expertise: With a mature operations group, Tech Process deploys a structured client engagement model to successfully manage each stage of a client implementation including process mapping, knowledge transfer, training, process transition, implementation, quality monitoring, reporting and on-going performance management. Our managers are experienced contact center professionals, each having strong expertise in their functional roles. This experience and best practices from our operations can be leveraged to provide an outstanding outsourced solution for the client both, during initial transition and future scale-ups.

State-of-the-Art Infrastructure: Tech Process provides a robust infrastructure and technology platform with built in redundancies to enable optimum service performance. TechProcess has state-of-the-art facilities in all locations.

Robust Security: TechProcess is an ISO 27001:2005 certified Company. With our current operations for leading companies, as an organization, Tech Process is very conscious of maintaining a high-security environment. We have a comprehensive security policy that is documented, communicated to all employees and strictly implemented through the organization.

Speed in Implementation Roll out: The Company has successfully delivered large scale-ups on multiple client programs in short timeframes. This is a true reflection of the core team’s skill and maturity in delivering rapid implementation at the highest levels of quality.

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Process Details Objective To facilitated collection from various customers bank account through electronic mode. (ECS Debit)

Process Flow

Total ECS Solutions: Mandate Lodgment to Transaction Processing / MIS o o o o o o o o o o

Completed mandates will be collected from a centralized location by TPSL. Collected Mandates will be lodged at respective destination bank and branch. Acknowledgement will be taken from the branch for the lodgment. Copy of the lodged mandates maintained with TPSL centrally as per RBI guidelines. Transaction processing file will be given to TPSL every month. TPSL will encrypt the files and through RBI send it to respective ECS locations. TPSL will run the ECS in the prescribed locations. TPSL receives the status from the locations and on Status Day+2 basis we credit the clients account. The Statuses and the Credit will be in a cascading effect as per the cycle times of the locations. The system of ECS works on three dates, Run date-When the file needs to be presented to the clearing house. Settlement Date- when the debit or the credit transaction hits the designated account. Status date-is the day when the status of the transaction comes to TechProcess solutions.

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Mandate Lodgement Process o o o o o o o

Document Mgmt is powered with dynamic professionals in the field of Document Processing. Presence in 80 locations across India with more than 200 employees to support the processes. Equipped with In house technologies that ensures the efficiency & accuracy in data digitization. Virtual support in all major cities in the 80 TechProcess branches across India. IT express / First Flight courier services to support PAN India logistic support. Metrics based process reviews Active BCP structure

On an agreed date TechProcess Solutions would provide you with the followings o o o o

Clear funds to your account as collected thru EFT/DD/P.O. MIS report on the desired format for successful and failed transactions. Details of the failed transaction (reason for failure) An up loadable soft copy of the report that would get updated in your system automatically.

Services during the Process o o o o o

Collection of the mandate forms from your centralized office. Data entry of the mandate forms. Validation & Lodgment of the mandate forms with the destination banks. Co-ordination for processing the file with RBI/SBI. Sending SMS/Email alerts to the customers:  Before debiting the bank account hence helping him maintain the required balance.  Alerts on final status of the transaction (successful / failed)

Key Benefits Most of the Banks / Utilities / NBFC etc using ECS Debit for effective collection of dues are looking for o o o o o

Daily ECS settlement Maximum number of locations – RBI, SBI, UBI and others. Auto reconciliation, customized reports Mandate management *– data entry, verification, filing etc. Email / SMS *Alerts to customers on the transaction.

With in house software team in place TechProcess today is in a position to meet all the abovementioned requirements for smooth effective processing of ECS Debit/Credit transactions.

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Value added services TPSL has introduced a capability to touch base with either destination banks or clients customers for a host of solutions as mentioned below. Today TPSL offers the outcalling services from Mumbai, Ahmedabad, Chennai locations to clients anywhere in India. However pickup activity is limited to the ECS locations in the country, which currently is 80 1. Contact customer to convert from PDC to ECS 2. Outcall customers to pickup exhausted or normal cheques 3. Outcall customers to pickup any relevant documents required by the client. It could be any loan related documents, any medical documents for insurance etc 4. Outcalling customers as a welcome call for insurance or any loan disbursement. 5. Outcalling customers for analyzing any financial bounces. 6. Outcalling to respective destination banks for a) Validating the customer account details b) Analyzing of non-financial bounces to destination banks. 7. Actual Pick Up activity for the above mentioned documents (cheque, mandates etc)

Technology Architecture deployed for Mandate Lodgement process Technology architecture deployed in document management are: Dual Data Entry Module: An exclusive in house application is being used for data capturing. It enables us to ensure zero defects in data capturing. OmniCapture & OmniDocs: With the help of these applications, the mandates are scanned and linked with the relevant data and stored for future reference.

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\

Technology Overview

Information Technology Set-up available With our current operations for leading companies, as an organization, Tech Process is very conscious of maintaining a high-security environment. We have a comprehensive security policy that is documented, communicated to all employees and strictly implemented through the organization. Existing Network and Technology Platform a) No of branches connected - 80 b) Robust connectivity across all TPSL branches through network diagram as follows • Dedicated MPLS leased line with ISDN lines as the backup and centralized dashboard for network monitoring with 24*7 Support. • Each router is backed by a UPS with a minimum of 45 mins. • Centralized MS-Exchange E-Mail server located at VSNL, Chennai, with Anti-spam & Anti-Virus Software. c) Our existing software features which will be deployed for the scope of services will provide the list of software basis the scope of activity received from the client. If required, we will have a new software developed for the activity for enhanced performance and productivity. d) Our infrastructure at branches a. Hardware – • UPS, Generator backup( for sites having more that 50 seaters), router , Cisco switches at the Centres, Branded Desktops, b. Software • Windows OS, MS- Office, Windows 2k/2k3 Svrs, MS-SQL, Visual Studio, Jrun, AIX, MS Project, Visual Source Safe, Crystal Report, MS Visio, Eclipse, Dreamweaver, DJ Decompilers, EditPlus. c. Backup • Daily differential backup. • Weekly Full backup. • Monthly Full backup (Offsite).

Means to ensure data privacy & compliance • • • • • • • • •

We have dedicated systems for every application; like Payment Gateway / ECS / Electronic Debit have separate dedicated facilities. The same structure is maintained at the Datacenters also. We have a 24*7 security system in place. Each visitor or employee at the entrance has to undergo a security check. Also no outsider or executive is allowed to take the camera cell phones along with him or her to the ops floor. As a part of the security software policy, each machine is password protected and the have no or limited access to the user. Time to time the data is purged from the server as well so that no tampering with the client data happens. All non –web facing applications are hosted internally, while web-facing applications like payment gateway are hosted out of TataNet, Data center at Prabhadevi. E.g.: bulk transaction database are hosted internally. For each client we maintain a separate payee_id which is a unique. For every transaction logs are generated. Each user is given a separate a Username & password. The following controls are implemented on our servers:• Server Hardening. • Anti-Virus Soft wares. • For online systems, the servers are protected using a firewall.

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General Information TechProcess Solutions Limited

Company Name Address

Trade world Bldg, “C” wing, 3rd Floor, Kamala City, Senapati Bapat Marg, Lower Parel, Mumbai – 400 013

Overall Coordinator Daily Coordinator

Name Vijayakumar Ramakrishnan Ramesh Vijayakumar

Contact 09176679847

Contact (Email id, contact number) [email protected]

09884038520

[email protected]

Billing Information Transaction Processing Charges

As per agreement

Billing Frequency: Monthly

Commercials

SR. No.

Categorization

Cost

1

Integration fees

2

Transaction Processing Charges

3

(These charges are applicable for every initial submission and subsequent resubmission of Mandates) (NO LODGEMENT)

Rs.5/- per mandate

4

Mandate registration and Lodgement Charges

Rs.15/- per mandate

Rs.5000/Rs. 4.50 /- Per Transaction

Mandate registration Charges

Govt taxes as applicable would be charged extra.

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